8 critical questions to ask your travel management company

If your company is already working with a travel management company (TMC), then you’re probably aware of the type of services they offer. You might have a business card in the back of your desk or know you have a travel policy in place. But are you really getting the most out of your travel management partnership?

You might be asking yourself these questions:

What added value is my company getting?
When was the last time we had a chat about the future of business travel and what that looked like for my company?
What should I be thinking about to make sure my company is making business travel count?

We’ve narrowed down 8 critical questions you should be asking your travel partner right now:

1. Who’s my dedicated Travel Manager?

When you have travel questions, need help with booking, or an emergency pops up, who is your Travel Manager? If you don’t know the name of your Travel Manager or don’t speak to the same person when you call, how can you be sure you’re getting quality service from someone you know and trust?

Your Travel Manager should know you and your business. Every time your team calls for help, your consultant should know the ins and outs of your programme, your policy, people, preferences and even your travel culture.

By having a Travel Manager dedicated to you, your business has one point of contact, one number, and one name and will receive personalised service every time you call. A great Travel Manager will anticipate your needs and solve problems before they even show up.

2. Do you have a service level agreement (SLA)?

Does your TMC have minimum standards for hold times, ring times or turnaround times on all requests that's documented in an SLA? Look for standards on non-transactional requests like reporting and issue resolution, too.

Making sure your TMC is giving your team professional, speedy service is crucial for keeping your travellers happy and fostering a positive travel culture within the company.

3. Who do I call for emergencies?

Some TMCs operate international call centres, but others have the option of access to an in-house 24/7 emergency team of travel experts as an emergency assist feature. This ensures your people are getting advice from a travel expert that will do what it takes to get you home quickly and safely in an emergency.

At Corporate Traveller, our team can easily access your company policy, risk management plan and utilise our relationships with airlines, hotel and ground transport suppliers when needed.

Having an after-hours team isn’t just a logistical lifesaver; it’s also a huge part of your travel risk management plan and helps you to meet your duty of care obligations.

4. Who do I talk to about reviewing my travel policy and programme?

Is your travel programme beginning to feel stale? Do you have a go-to contact to look for proactive solutions, and do you know them by name?

Every business that travels should have a travel policy in place and a programme that can be reviewed regularly. You can’t wait for your team to run into tricky situations before solutions are in place. Before issues catch you off guard, find out if you currently have someone who can help you identify holes in your current programme and places to bulk it up.

The travel industry is always changing. Prices fluctuate, suppliers change, there are new hotel developments, new partnerships, and technology shifts. These are all specifics that your TMC should be aware of. A customer success team helps keep you in the loop, helps boost savings and drives value for your corporate travel programme.

5. What does your current travel tech offer?

Having the right travel tech can revolutionise the way your company manages business travel. Ask your travel management company these questions.

Does it save travellers and Travel Bookers time?

You'll want to ask your travel provider what features their booking tool has that can help cut down the time it takes to make and manage travel bookings. The travel tech space is really evolving, and there are some market-leading tools out there like Corporate Traveller's YOUR.CT platform.

YOUR.CT is Corporate Traveller's simple, single access point for all your travel technology needs. It really streamlines the process - no more back-and-forth emailing, which saves a ton of time for both the travel requestor and the approver.

Does it ensure policy-compliant bookings?

Does your travel tech ensure bookings are business travel policy-compliant at every stage? At Corporate Traveller, we've got your back when it comes to policy control. The travel policy will be right there in your hands, stored in YOUR. CT. This doesn't just encourage your travellers to get approvals through the platform - it also helps you make sure everyone's sticking to the policy and taking advantage of online booking savings wherever they can, with Concur, powered by YOUR.CT.

When was the last time your travel booking tool or platform was updated with new functionality?

If it’s been a while since your TMC gave you the low-down on updates or enhancements to your travel platform, your business could be missing out on time and cost savings that top-notch tech and proactive service offer.

6. What other technology do you have to streamline my travel processes?

There’s more to managing travel than an online booking tool and an app. Find out if their tech offers the following:

Tools that automate reconciliation.
Flexible payment options.
Visibility of your travel data through advanced booking analysis.
Reviewing travellers' itineraries to track their movements and locations.
Online booking tool technology that has all of the above plus a booking tool all-in-one.

Once you have a birds-eye-view of what tools your travel management company (TMC) offers and how they integrate, it’s easier to narrow down which tools make your programme seamless.

7. What added value can you offer me as a customer?

Not all TMCs provide the same value-added services beyond just booking transactions. When choosing a TMC, it's important to ask if they offer any special programmes or extras for hotel stays, such as late check-out, room upgrades, restaurant vouchers, or free laundry services.

Thanks to Corporate Traveller's long-lasting relationships with suppliers, we can access a vast inventory of rates for flights, car rentals, hotels, and accommodations. This includes millions of options, as well as exclusive travel deals across all areas of travel.

Make sure your travel provider continues to bring value above and beyond their booking service.

8. How do you support your clients through global events and times of uncertainty?

When questioning a potential TMC, it’s important to know how they would support your business through difficult times like political unrest, health scares, or environmental disasters.

Will they offer the same level of support to your business versus a larger account? Will you have a dedicated point of contact who can guide your travellers through stressful and/or scary times? Opt for a TMC who can deliver that personalised support regardless of your account size.

Now you're armed with the right questions to ask your TMC! We believe these questions are crucial for effective travel programmes that are efficient, cost-effective, and safe for your travellers. It’s time to put your business, travellers and bottom line first. Corporate Traveller does it right so that you can make your business travel count.

About Flight Centre Travel Group
The Flight Centre Travel Group is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia, has company-owned leisure and corporate travel business in dozens of countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates, and Asia. ASX listed Flight Centre Travel Group (FLT) also operates the global FCM corporate travel management network, which extends to more than 100 countries through company-owned businesses and independent licensees, along with Corporate Traveller, the flagship business specific to the small-to-medium-sized enterprise sector. For more information, visit fctgl.com.